IDEAS home Printed from https://ideas.repec.org/a/gam/jsusta/v10y2018i4p1237-d141750.html
   My bibliography  Save this article

Proposed Analytic Framework for Student Relationship Management based on a Systematic Review of CRM Systems Literature

Author

Listed:
  • Hamed Gholami

    (Department of Manufacturing & Industrial Engineering, Faculty of Mechanical Engineering, Universiti Teknologi Malaysia (UTM), Johor 81310, Malaysia)

  • Muhamad Zameri Mat Saman

    (Department of Manufacturing & Industrial Engineering, Faculty of Mechanical Engineering, Universiti Teknologi Malaysia (UTM), Johor 81310, Malaysia)

  • Abbas Mardani

    (Faculty of Management, Universiti Teknologi Malaysia (UTM), Johor 81310, Malaysia)

  • Dalia Streimikiene

    (Kaunas Faculty, Vilnius University, Muitines 8, LT-44280 Kaunas, Lithuania)

  • Safian Sharif

    (Department of Manufacturing & Industrial Engineering, Faculty of Mechanical Engineering, Universiti Teknologi Malaysia (UTM), Johor 81310, Malaysia)

  • Norhayati Zakuan

    (Faculty of Management, Universiti Teknologi Malaysia (UTM), Johor 81310, Malaysia)

Abstract

Notwithstanding the research attention given to the importance and capability of the student relationship management strategy in higher education sustainability, there is no any systematic framework for implementation. This research as one of the preliminary studies has been undertaken to provide a structural framework of strategic practices for positioning this strategy at an operational level. In doing so, a methodological approach was implemented in two tiers. Firstly, a systematic review of the leading-edge literature on the customer relationship management systems was performed owing to the lack of significant research on the topic, as well as the structure and nature of the concept. Then, the principal components factor analysis with varimax rotation, which is a method of exploratory factor analysis was used to finalize the research. The findings revealed an articulated structural framework with five hypotheses, which may partially or fully be applied to narrow the major gap in the current knowledge. The measurement scale has also been developed for simplification in implementation of the application. Limitations and directions for future research were accordingly discussed.

Suggested Citation

  • Hamed Gholami & Muhamad Zameri Mat Saman & Abbas Mardani & Dalia Streimikiene & Safian Sharif & Norhayati Zakuan, 2018. "Proposed Analytic Framework for Student Relationship Management based on a Systematic Review of CRM Systems Literature," Sustainability, MDPI, vol. 10(4), pages 1-20, April.
    • Handle: RePEc:gam:jsusta:v:10:y:2018:i:4:p:1237-:d:141750
    as

    Download full text from publisher

    File URL: https://www.mdpi.com/2071-1050/10/4/1237/pdf
    Download Restriction: no
    File URL: https://www.mdpi.com/2071-1050/10/4/1237/
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Ghasem Rezaei & Hamed Gholami & Awaluddin Bin Mohamed Shaharou & Muhamad Zameri Mat Saman & Norhayati Zakuan & Manoochehr Najmi, 2016. "Relationship among culture of excellence, organisational performance and knowledge sharing: proposed conceptual framework," International Journal of Productivity and Quality Management, Inderscience Enterprises Ltd, vol. 19(4), pages 446-465.
    2. Martelo, Silvia & Barroso, Carmen & Cepeda, Gabriel, 2013. "The use of organizational capabilities to increase customer value," Journal of Business Research, Elsevier, vol. 66(10), pages 2042-2050.
    3. Andreas Hilbert & Karoline Schönbrunn & Sophie Schmode, 2007. "Student Relationship Management in Germany – Foundations and Opportunities," management revue. Socio-economic Studies, Rainer Hampp Verlag, vol. 18(2), pages 204-219.
    4. Chang, Woojung & Park, Jeong Eun & Chaiy, Seoil, 2010. "How does CRM technology transform into organizational performance? A mediating role of marketing capability," Journal of Business Research, Elsevier, vol. 63(8), pages 849-855, August.
    5. Abdul Alem Mohammed & Basri B. Rashid & Shaharuddin B. Tahir, 2017. "Customer relationship management and hotel performance: the mediating influence of marketing capabilities—evidence from the Malaysian hotel industry," Information Technology & Tourism, Springer, vol. 17(3), pages 335-361, September.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Hamed Gholami & Mohamad Faizal Bachok & Muhamad Zameri Mat Saman & Dalia Streimikiene & Safian Sharif & Norhayati Zakuan, 2020. "An ISM Approach for the Barrier Analysis in Implementing Green Campus Operations: Towards Higher Education Sustainability," Sustainability, MDPI, vol. 12(1), pages 1-19, January.
    2. L. Thiruvarasu Letchumanan & Hamed Gholami & Noordin Mohd Yusof & Nor Hasrul Akhmal Bin Ngadiman & Anas A. Salameh & Dalia Štreimikienė & Fausto Cavallaro, 2022. "Analyzing the Factors Enabling Green Lean Six Sigma Implementation in the Industry 4.0 Era," Sustainability, MDPI, vol. 14(6), pages 1-15, March.
    3. Falah Abu & Hamed Gholami & Muhamad Zameri Mat Saman & Norhayati Zakuan & Dalia Streimikiene & Grigorios L. Kyriakopoulos, 2021. "An SEM Approach for the Barrier Analysis in Lean Implementation in Manufacturing Industries," Sustainability, MDPI, vol. 13(4), pages 1-18, February.
    4. Hamed Gholami & Muhamad Zameri Mat Saman & Safian Sharif & Norhayati Zakuan & Falah Abu & Siti Rahmah Awang, 2018. "Critical Success Factors of Student Relationship Management," Sustainability, MDPI, vol. 10(12), pages 1-18, November.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Hamed Gholami & Muhamad Zameri Mat Saman & Safian Sharif & Norhayati Zakuan & Falah Abu & Siti Rahmah Awang, 2018. "Critical Success Factors of Student Relationship Management," Sustainability, MDPI, vol. 10(12), pages 1-18, November.
    2. Deszczyński, Bartosz & Beręsewicz, Maciej, 2021. "The maturity of relationship management and firm performance – A step toward relationship management middle-range theory," Journal of Business Research, Elsevier, vol. 135(C), pages 358-372.
    3. Sikandar Ali Qalati & Dragana Ostic & Gu Shuibin & Fan Mingyue, 2022. "A mediated–moderated model for social media adoption and small and medium‐sized enterprise performance in emerging countries," Managerial and Decision Economics, John Wiley & Sons, Ltd., vol. 43(3), pages 846-861, April.
    4. Perez-Vega, Rodrigo & Hopkinson, Paul & Singhal, Aishwarya & Mariani, Marcello M., 2022. "From CRM to social CRM: A bibliometric review and research agenda for consumer research," Journal of Business Research, Elsevier, vol. 151(C), pages 1-16.
    5. Abbas Keramati & Fatemeh Shapouri, 2016. "Multidimensional appraisal of customer relationship management: integrating balanced scorecard and multi criteria decision making approaches," Information Systems and e-Business Management, Springer, vol. 14(2), pages 217-251, May.
    6. Tuleu Daniela, 2015. "Antecedents Of Customer Relationship Management Capabilities," Annals of Faculty of Economics, University of Oradea, Faculty of Economics, vol. 1(1), pages 1285-1294, July.
    7. Abdul Alem Mohammed & Basri B. Rashid & Shaharuddin B. Tahir, 2017. "Customer relationship management and hotel performance: the mediating influence of marketing capabilities—evidence from the Malaysian hotel industry," Information Technology & Tourism, Springer, vol. 17(3), pages 335-361, September.
    8. Hussein A. Al-Homery & Azizah Ahmad & Hasbullah AsharaiS, 2019. "The Core Components and Types of CRM," Pakistan Journal of Humanities and Social Sciences, International Research Alliance for Sustainable Development (iRASD), vol. 7(1), pages :121-145, March.
    9. Falah Abu & Hamed Gholami & Norhayati Zakuan & Muhamad Zameri Mat Saman & Dalia Streimikiene & Justas Streimikis, 2020. "The Influence of Contextual Factors on the Implementation of Lean Practices: An Analysis of Furniture Industries," The AMFITEATRU ECONOMIC journal, Academy of Economic Studies - Bucharest, Romania, vol. 22(55), pages 867-867, August.
    10. Sora Lee & Jaewon Yoo, 2021. "Determinants of a Firm’s Sustainable Competitive Advantages: Focused on Korean Small Enterprises," Sustainability, MDPI, vol. 13(1), pages 1-16, January.
    11. Chuang, Shu-Hui & Lin, Hong-Nan, 2013. "The roles of infrastructure capability and customer orientation in enhancing customer-information quality in CRM systems: Empirical evidence from Taiwan," International Journal of Information Management, Elsevier, vol. 33(2), pages 271-281.
    12. Pingsheng Tong & U. N. Umesh & Jean L. Johnson & Ruby P. Lee, 2016. "Collaborative Relationships — The Role of Information Technology," International Journal of Innovation and Technology Management (IJITM), World Scientific Publishing Co. Pte. Ltd., vol. 13(03), pages 1-30, June.
    13. Daniela Corsaro & Isabella Maggioni & Mirko Olivieri, 2021. "Sales and marketing automation in the post-Covid-19 scenario: value drivers in B2B relationships," Italian Journal of Marketing, Springer, vol. 2021(4), pages 371-392, December.
    14. repec:dau:papers:123456789/10634 is not listed on IDEAS
    15. Marco Bettiol & Mauro Capestro & Eleonora Maria & Stefano Micelli, 2021. "Reacting to the COVID-19 pandemic through digital connectivity with customers: the Italian experience," Italian Journal of Marketing, Springer, vol. 2021(4), pages 305-330, December.
    16. Theoharakis, Vasilis & Zheng, Yuyan & Zhang, Long, 2024. "Dynamic strategic marketing planning: The paradox of concurrently reconfiguring and implementing strategic marketing planning," Journal of Business Research, Elsevier, vol. 174(C).
    17. Morimura, Fumikazu & Sakagawa, Yuji, 2023. "The intermediating role of big data analytics capability between responsive and proactive market orientations and firm performance in the retail industry," Journal of Retailing and Consumer Services, Elsevier, vol. 71(C).
    18. Sang-Uk Jung & Valeriia Shegai, 2023. "The Impact of Digital Marketing Innovation on Firm Performance: Mediation by Marketing Capability and Moderation by Firm Size," Sustainability, MDPI, vol. 15(7), pages 1-16, March.
    19. Abdul Alem Mohammed & Basri bin Rashid, 2012. "Customer Relationship Management (CRM) in Hotel Industry: A framework Proposal on the Relationship among CRM Dimensions, Marketing Capabilities and Hotel Performance," International Review of Management and Marketing, Econjournals, vol. 2(4), pages 220-230.
    20. Idahosa Igbinakhase & Vannie Naidoo, 2018. "Organisational Capabilities and Replicating Successful Programs Designed to Empower Poor Youths: A Correlational Study," Journal of Economics and Behavioral Studies, AMH International, vol. 10(5), pages 89-99.
    21. Harrigan, Paul & Soutar, Geoff & Choudhury, Musfiq Mannan & Lowe, Michelle, 2015. "Modelling CRM in a social media age," Australasian marketing journal, Elsevier, vol. 23(1), pages 27-37.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:gam:jsusta:v:10:y:2018:i:4:p:1237-:d:141750. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: MDPI Indexing Manager (email available below). General contact details of provider: https://www.mdpi.com .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.